Journey Manager

Are you ready to shape the future of customer experience? Thames Water is looking for a Metering Journey Manager on a 13 - 18 month Fixed Term/Secondment, a key role where you’ll lead the optimisation of our end-to-end metering journey. This is your chance to make a real impact by ensuring every interaction is seamless, transparent, and aligned with customer expectations, while meeting regulatory and operational standards.  

What you’ll be doing as the Metering Journey Manager
As the central link between service design, product, data, digital, communications, and customer service teams, you’ll drive collaboration and innovation to deliver a frictionless metering experience. You’ll blueprint current processes, identify pain points, and use insights to create a roadmap for continuous improvement. From monitoring performance and building dashboards to resolving issues quickly and ensuring compliance, you’ll play a critical role in shaping strategy and delivering operational excellence. 

 Key accountabilities  

• Lead collaboration across multiple teams to align metering processes and customer experience. 
• Map and improve journeys, identifying pain points and designing future-state solutions. 
• Drive process excellence by implementing enhancements that reduce friction and improve satisfaction. 
• Monitor performance through dashboards and KPIs, using insights to inform decisions. 
• Ensure compliance with KTLO and regulatory requirements while supporting delivery readiness. 
• Communicate effectively, crafting clear, consistent, and on-brand messaging for customers. 

Location: Hybrid - Clearwater Court - RG1 8DB
Hours: 36 hours per week

What you should bring 
To thrive in this role, you’ll need: 

• Exceptional communication and stakeholder management skills – able to influence and build trusted relationships at all levels. 
• Customer journey expertise – experience mapping and improving complex journeys across multiple systems and touchpoints. 
• Strategic roadmap development – skilled in creating and maintaining clear improvement plans aligned with business priorities. 
• Analytical mindset – ability to interpret data, identify root causes, and prioritise improvements. 
• Problem-solving and resilience – comfortable making informed decisions under pressure and managing competing priorities. 
• Customer-centric approach – passionate about enhancing user experience and reducing friction. 
• Agile delivery experience – familiarity with fast-paced, iterative environments and ability to adapt workstreams effectively. 
• Organisational excellence – strong attention to detail and ability to manage multiple priorities concurrently. 
• Innovation mindset – continuously seeks new ways to improve processes using technology, insights, and creative thinking. 
• Data-driven decision making – experience leveraging analytics and customer insights to inform strategies and drive engagement. 
• Business readiness expertise – ability to ensure changes are communicated, adopted, and embedded across teams. 

What’s in it for you? 

• Competitive salary of £65,000 per annum.
• 26 days holiday per year, increasing to 30 days with the length of service. (plus bank holidays)
• Performance-related pay plan directly linked to company performance measures and targets.
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.